Fan Services Team Member

Posted on Jan 16, 2019 by Cleveland Indians

Cleveland, OH 44101
Leisure & Sport
Immediate Start
Annual Salary
Full-Time
PRIMARY PURPOSE: A Cleveland Indians Fan Services Team Member, sets the precedent for customer service, embodies a positive attitude, and is a passionate advocate for our fans. You are the front line of support and a resource of knowledge to all internal and external inquiries regarding the Indians organization. Responsibilities include: providing the most up to date information and solutions for a range of fan situations, inquiries,and requests and delivering extraordinary service that builds relationships and demonstrates the organization's commitment to celebrating families, creating lasting memories and connecting generations of fans to each other and to Indians baseball. The Indians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field. Individuals will not exceed working more than 30 hours/week. RESPONSIBILITIES & DUTIES:
  • Committed to providing the Cleveland Indians organization with exceptional service both internally and externally in a professional and timely manner.
  • Responsible for answering all incoming telephone calls and providing Indians Way to Service Excellence during each interaction.
  • Train to remain thoroughly knowledgeable in the policies and procedures of Progressive Field and the Cleveland Indians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations Policies and Procedures, Merchandising, Food &Beverage, Human Resources, etc.
  • Transfer of telephone calls to front office personnel and appropriate departments, as necessary.
  • Thoroughly enter all information from all interactions into CRM Dynamics.
  • Place follow-up calls to customers who experienced a customer service issue or needed additional information in a timely manner.
  • Assist with fan mail by opening, documenting, responding to, and/or distributing to the appropriate department.
  • Send out information, including pocket schedules, fan packs, ticket information, fan facts, etc., as needed.
  • Responsible for having current game and company information readily available.
  • Service and create Scoreboard Greetings.
  • Responsible for all lost and found items including organizing, properly logging and coordinating pick-up.
  • Protect assets through compliance of company standards in regards to credit cards, loaded value, Fun Money, tickets, GiveEx, lost and found, etc.
  • Respond and service fans and fan feedback e-mails in a timely manner.
  • Assist with miscellaneous ticketing projects, including selling single game tickets over the phone.
  • Remain knowledgeable on Ballpark seating locations and locations of hospitality and services,
  • Respond to fans using Live Chat or Ballpark App Ask Fan Services through Satisfi.
  • Assist other departments with mailings, projects, and or events as needed including, but not limited to Season Ticket Holder events, Community Impact, Tribe Town MVPs, Single Flash Sales, etc.
  • Opportunity to attend professional workshops and luncheons with leaders in the organization.
  • Other duties, as assigned. Requirements DEPARTMENT REQUIREMENTS:
  • Previous customer service experience required.
  • Strong phone and written communication skills required.
  • Ability to work professionally with the public, in person, and over the phone.
  • Ability to work on several tasks simultaneously.
  • Good organizational skills.
  • Proficient with personal computers (Word, Excel, Internet, etc.)
  • Ability to learn ProVenue ticketing system, ISS, Ballpark app, and CRM Dynamics
  • Understand the Cleveland Indians vision, policies and procedures.
  • The ability to work with multicultural populations and a commitment to fairness and equality.
  • Represents the Indians in a positive fashion to all business partners and the general public.
  • Ability to work at a computer for an extended amount of time.
  • Ability to lift and carry items up to 15 lbs.
  • Ability to learn the policies and procedures of Progressive Field and the Cleveland Indians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations Policies and Procedures, Merchandising, Food & Beverage, Human Resources,etc.
  • Ability to providing the Cleveland Indians organization with exceptional service both internally and externally in a professional and timely manner.
  • Ability to work in a fast-paced environment, and provide on-the-spot problem solving ORGANIZATION REQUIREMENTS:
  • Reads, speaks, comprehends and communicates English effectively in all communications.
  • Represents the Cleveland Indians in a positive fashion to all business partners and the general public.
  • Maintain a professional appearance in compliance with the Employee Handbook and our uniform requirements.
  • Ability to develop and maintain successful working relationships with members of our seasonal staff & Front Office staff.
  • Ability to act according to the organizational values at all times.
  • Ability to sit or stand for an entire shift.
  • Ability to work irregular hours and hours including holidays and weekends.
  • Ability to move throughout all areas and levels of the Ballpark.
  • Ability to work in a diverse and busy environment.
  • Ability to learn and implement the following Customer Service initiatives to your daily duties: o Smile and greet each guest warmly o Tell your name, role, and what to expect to each guest requesting assistance o Active listening and assist all guest to Progressive Field o THANK each guest
  • Reference: 615476140

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